Melissa Timm Email & Phone Number

Claremont, Nh, Us

Directed 2 managers with 27 employees supporting Quote to Cash execution through supplier management, order management, procurement, integration center, inventory management, warehouse management, and invoicing activities. Key Contributions ▪ Enhanced on-time delivery by 80% and reduced aged inventory by 70% through the implementation of rigorous KPIs in inventory management, order processing, production, and supplier relationships aligned with corporate Quote to Cash objectives.▪ Realized annual savings of $500,000 on freight expenses through centralizing logistics quotes within the Supply Chain team and narrowing supplier partnerships from 300 down to only five essential vendors.▪ Spearheaded the creation of a centralized integration hub designed specifically for supply chain value-added services which directly contributed to enhancing operational capabilities by managing $118M in inventory requiring second touch.▪ Converted $1.5M in Supply Chain labor expenses from overhead to self-funded revenue by standardizing and scaling integration services, including custom imaging, hardware integration, inventory management, lab management, and rack solutions.

Maryland Heights, Missouri, Us

Directed 5 managers with 200+ global employees supporting materials planning, purchasing, warehouse logistics, and billing for Dell’s manufacturing sites in the Americas, Europe, and Asia. Key Contributions ▪ Developed comprehensive COVID safety protocols and operational procedures, including mask mandates and deep cleaning measures, resulting in minimizing positive case incidents while maintaining uninterrupted 24/7 global operations.▪ Streamlined interdepartmental processes by merging the planning, warehouse logistics, and billing teams comprising 200 employees; achieved annual savings of $500K while boosting customer satisfaction scores by over 10 points.▪ Achieved significant gains in operational stability at the Poland facility post-hire of nine professionals while providing essential support to two major Dell sites located across Poland and Amsterdam improving customer satisfaction rates from 83% to 94%.

Austin, Tx, Us

Directed 4 managers and 50 employees in high-volume customer care organizations in North & South America providing order processing, order management, renewals, inbound inquiries, return material authorizations, and escalation management.Key Contributions▪ Revamped the customer care environment to foster ergonomic collaboration and improved efficiency, leading to a 20% increase in knowledge transfer while reducing average call times by 10 minutes monthly.▪ Spearheaded comprehensive departmental advancement efforts that resulted in a remarkable increase of 50% in overall performance metrics and improved customer satisfaction as reflected by exceeding NPS (Net Promoter Score) goals set at 50.▪ Established automated systems using Salesforce technology in the US & Brazil which allowed for precise tracking & management 6000+ monthly inbound inquiries with an abandon rate at less than 5%.

Palo Alto, Ca, Us

Directed 4 managers and 100 employees in a CLIA certified lab operation including warehouse, receiving/shipping, medical couriers, Call Center, and fleet. Negotiated real estate contracts, requiring specialized terms for a specific, spa-like, lab testing facility.Key Contributions▪ Streamlined existing call center operations to improve staffing, scheduling, utilization efficiencies, and tier structure, resulting in a 10% decrease in quality issues and HIPAA occurrences with a 90%+ SLA performance.▪ Enhanced logistics and receiving infrastructure for large scale deliveries of consumables and CLIA lab equipment, including the implementation of a distribution center resulting in a 20% increase in on time delivery.▪ Introduced an inventory management system, part numbering system, & shelf-life tracking, which drove a 40% inventory accuracy of lab supplies, equipment, and fixtures by instituting an inventory management and part numbering system.

Round Rock, Texas, Us

Director of OperationsLeadership of a global operations team, executing end-to-end custom factory processes for a $400M custom services portfolio. Implemented end-to-end global solutions from, client interaction, sales, manufacturing, and aftermarket services.Key Contributions▪ Transitioned manufacturing from the last remaining Dell US-based factory to a 3rd party vendor by replicating 4 production lines, kitting, high dollar value inventory cages, burn racks, receiving, boxing, & shipping with zero downtime & 95% on time delivery.▪ Established lean manufacturing practices and partnerships with domestic and international 3rd party vendors, resulting in a 10% increase in productivity and customer experience.▪ Standardized global planning and fulfillment of standard, custom, packaging, and consigned parts, leading to an 80% improvement in customer SLAs.

Round Rock, Texas, Us

Sourced and implemented a 3rd party vendor to support new services, while managing IT requirements and roadmap priorities. Successfully defined concept development strategy for SaaS offerings, IT roadmap, and help desk capabilities for end-user computing customers and automated integration with 3rd party vendors.Key Contribution▪ Created a business case to offer a data recovery and help desk service program, with $500K in annual revenue generation; strategic thinker and tactful communicator.

Round Rock, Texas, Us

Implemented an Asian channel discount pilot yielding a 54% increase in mid­market attach rate. Directed a $2.1M fiscal budget and headcount requirements for the product management organization. Headed a $2.5M SaaS budget used for the successful deployment of sales and service delivery tools. Key Contributions▪ Led global launches of 9 new service offerings with a 3-year projected revenue of $866M and 54% margin.▪ Instituted Premium Phone Support Services with a 130% performance to business case attach rate.

Round Rock, Texas, Us

Established processes that were utilized as best practice standards for Deployment and Support Service Group Developed the playbook for engaging and developing partner-based capabilities. Onboarded vendors for hard drive data recovery services.Key Contribution▪ Created 9 SaaS offerings across various enterprises and segments, with a projected revenue of $300M.

Round Rock, Texas, Us

Managed a team of technical support representative in the Austin, Idaho, and Oklahoma call centers. As well as managed the team of Call Directors who were responsible for routing calls to the appropriate teams.

Round Rock, Texas, Us

Key Contributions▪ Responsible for managing Materials Organization which included 7 Managers and ~150 associates.▪ Improved inventory accuracy by 10 points to 97%.▪ Led successful reduction in resources and teardown inventory by $1.1M.▪ Leadership of Receiving & MRB teams to minimize headcount by 50% and improve inventory goals by 150%.▪ Strategic planning of Receiving, RAM, RMA, Boxing, and Kitting teams resulting in a $2 cost per box reduction.▪ Developed new initiatives to provide world class Customer Experience with an improvement of 11% year over year.

Round Rock, Texas, Us

▪ Responsible for planning and sourcing of external peripherals and bulk print material.▪ Deployment of manufacturing line in new Merge Center reducing shipping lead times for customers.▪ Led print & cable RFQ’s resulting in $12M annual savings & 25% reduction in print & cable suppliers.▪ Leadership of procurement activities in remote manufacturing facilities during critical shortages and end of quarters.▪ Provided New Product Introduction support for Engineering and R&D groups.

Las Rozas, Madrid, Es

Responsible for the planning and sourcing of data & power cables to support production in global manufacturing facilities

Boise, Idaho, Us

▪ Responsible for the planning and sourcing of PCBA sub assembly components▪ Managed supply chain activities directly related to specific high profile customers.

Responsible for meeting Sales quotas for the South East Region which included Georgia, Alabama, Florida, North & South Carolina.